Medallia_Onboarding_Draft.txt

Welcome to TheKey! As part of our commitment to providing exceptional care, we use a feedback system called Medallia to help us understand and continually improve your experience with us. What is Medallia? Medallia is a trusted client feedback platform that gathers insights from clients like you to help us enhance our care services. Through Medallia, we can monitor client satisfaction levels, identify areas for improvement, and ensure our care standards remain at the highest levels. Our dedicated quality team uses this valuable feedback to work alongside each local office to maintain consistent, exceptional care across all our locations. How It Works Survey Recipients: Typically, the primary client contacts, such as the main family contact and/or the person responsible for payments, will receive surveys. However, we're flexible and can customize survey recipients based on your preferences. Survey Timing: You'll receive Medallia surveys at key points throughout your care journey. For example: At the Start of Care: Shortly after beginning care with us, you'll receive an initial survey to check in on your experience with the start of care process. Ongoing Care: Periodic surveys will follow at various points to monitor your ongoing satisfaction and quality of care. Survey Content: The surveys are brief and straightforward, allowing you to rate your experience on a general satisfaction scale and providing a space to share specific feedback, if desired. Questions may ask how likely you would be to recommend TheKey to friends and family or how satisfied you are with the billing process or your office team. Understanding the NPS Rating Scale The Net Promoter Score (NPS) is an important part of the survey that allows us to understand how likely you are to recommend our services. Here's a quick overview of the NPS scale: 9-10: Promoters, Highly satisfied clients who would likely recommend us. 7-8: Passives, Somewhat satisfied but not overly enthusiastic. 0-6: Detractors, Clients who may have had issues with their experience. Achieving high NPS scores helps us compare our performance with industry standards, assess progress within our offices, and track improvements over time. Your feedback helps us strive for excellence. When to Use Medallia vs. Direct Communication While Medallia provides us with a high-level snapshot of your experience, we want to emphasize the importance of ongoing, open communication for your day-to-day needs. Specific or time-sensitive feedback is best directed to your Client Success Manager rather than waiting for the next survey. Consider reaching out directly to your Client Success Manager for immediate support in cases such as: Caregiver Performance Feedback, Additional Check-ins, Adjustments to Your Care Plan, Billing Questions. Medallia surveys are a powerful tool for capturing your overall experience, but direct communication allows us to make immediate adjustments and provide personalized support. We value both types of feedback and are here to ensure you receive the best care possible. Your Client Success Manager is here to ensure that all your needs are met and your questions answered, so please don't hesitate to reach out. Thank you for trusting us with your care, and we look forward to supporting you with the highest quality and dedication.